About the Role
Dame Chops and Events, a leading supplier of affordable double padded ovens and mixers with nationwide delivery across Nigeria, is seeking a dedicated and strategic Customer Care Manager to join our growing team. Based at our Alimosho office in Iyanapaja, Lagos, this role is central to shaping exceptional customer experiences and driving sustainable business growth through outstanding service delivery.
As Customer Care Manager, you will be responsible for building a customer-centric culture, resolving client concerns efficiently, and leading a team of customer service agents to deliver consistent, high-quality support. You will play a key role in developing service standards, analysing performance data, and ensuring our customers remain satisfied and loyal to our brand.
Key Responsibilities- Improve customer service experience, create engaged customers, and facilitate organic business growth
- Take ownership of customer issues and ensure timely resolution of problems
- Set clear service goals and implement strategies to achieve them
- Develop customer service procedures, policies, and quality standards
- Maintain accurate records and documentation of customer interactions and resolutions
- Analyse customer service statistics and compile detailed performance reports
- Recruit, train, and mentor customer service agents to foster a high-performing team
- Stay updated on industry trends and apply best practices for continuous improvement
- Manage resources effectively to meet qualitative and quantitative targets
- Adhere to approved budgets and maintain efficient workflow prioritisation
- HND or Bachelor's degree in Business Administration or a related field
- Proven experience as a Customer Service Manager, Retail Manager, or Assistant Manager
- Demonstrated experience in providing customer support services
- Strong knowledge of management methods and techniques
- Excellent proficiency in English, both written and spoken
- Working knowledge of customer service software, databases, and tools
- Awareness of the latest industry technology trends and applications
- Strategic thinking and strong leadership capabilities
- Excellent client-facing and communication skills
- Advanced troubleshooting and multitasking abilities
- Strong customer service orientation and problem-solving mindset
- Opportunity to lead and shape the customer service department of a growing company
- Collaborative and supportive work environment
- Career growth and professional development opportunities
- Competitive remuneration based on experience